Manager, CS Operations

WHO WE ARE:

24 Hour Home Care is a trusted in-home care company committed to making a positive impact in people's lives every day. For more than 15 years, it has delivered high-quality and personalized caregiving services to people of all ages and individuals with developmental and intellectual disabilities. Today, it provides caregiving services to more than 16,000 clients and employs more than 16,000 caregivers. By putting people first, striving for excellence, and investing in purposeful innovation, 24 Hour Home Care redefines what it means to care. Learn more at At Team 24, we’re driven by one purpose — to make a real difference in the lives of our clients and families. Watch this short video to see the heart behind our work and the impact our teams create every day.

WHO YOU ARE:

You are a passionate and performance-driven team player, eager to take on a key role in our company’s growth. You embody Team 24’s Care & Compete Principles and Competencies: In the spirit of Own(ing) It With Courage, we encourage you to check out our Glassdoor Page to learn more about 24 Hour Home Care and to leave a review about your experience: 24 Hour Home Care: Glassdoor Page Sound interesting? Read on for more details!

THE ROLE:

The Operations Manager is responsible for supporting company growth and operational excellence within the Agency with Choice (AWC) program through effective leadership, process management, and cross-functional collaboration. This role oversees day-to-day operational functions including caregiver onboarding, member admissions, service coordination, and program compliance while driving continuous improvement and operational efficiency across the region. The Manager, Operations-AWC leads and develops service coordination teams, monitors key operational metrics, and partners with internal and external stakeholders to support program growth, quality outcomes, and an exceptional customer experience. Primary Responsibilities Oversee day-to-day operational functions of the Agency with Choice (AWC) program Manage operational workflows from referral, onboarding, and admissions through ongoing service coordination for both health plan members and caregivers Identify operational inefficiencies and collaborate with leadership to streamline workflows and improve scalability Develop, implement, and maintain operational processes and standard operating procedures while ensuring compliance with company, contractual, federal, state, and local requirements Monitor operational performance metrics including admissions, caregiver onboarding, utilization, quality measures, and leading/lagging KPIs to drive action planning and accountability Lead, coach, train, and develop AWC operations and service coordination team members while fostering a culture of accountability and continuous improvement Conduct routine employee performance evaluations and provide ongoing feedback, coaching, and recognition Collaborate cross-functionally with Accounting, Operations, Community Engagement, and other internal teams to support service quality, growth initiatives, and reduction of program write-offs Partner with stakeholders to support risk mitigation planning related to escalations, incidents, or high-liability cases Maintain effective communication with internal teams, external partners, health plans, and community stakeholders Uphold HIPAA compliance and maintain confidentiality of protected health information Support organizational culture by promoting open communication, collaboration, and positive team engagement This is a hybrid position, coming into the El Segundo office 1x per month.

WHAT YOU BRING TO THE TABLE:

Qualifications Bachelor’s degree preferred, ideally in Business Administration, Operations Management, or a related field 2–5+ years of customer service or operations management experience Bilingual Spanish preferred Experience leading or coaching teams in fast-paced operational environments Proficiency with Microsoft Office applications including Word, Excel, Outlook, and Access Experience using Salesforce or other CRM systems preferred Strong strategic thinking, decision-making, and problem-solving abilities Ability to work independently while managing multiple priorities and deadlines Strong verbal and written communication skills with the ability to effectively communicate with internal and external stakeholders Must maintain reliable internet service for hybrid work environment Skills Team leadership, coaching, and employee development Operational management and workflow optimization Strategic planning and process improvement Data analysis and performance monitoring Customer service and relationship management Cross-functional collaboration and communication Problem-solving and critical thinking Attention to detail and organizational skills Time management in fast-paced environments Sound judgment and decision-making Goal setting and accountability management

WHAT WE BRING TO THE TABLE:

24 Hour Home Care is an Equal Opportunity Employer that is proud of its culture of diversity and inclusion. Individuals seeking employment are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Additionally, 24 Hour Home Care will consider qualified candidates with criminal histories in a manner consistent with the law. Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers, ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County. Upon review, should criminal history have a direct, adverse, and negative relationship, 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point, 24 Hour Home Care will review the prospective hire’s written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined, 24 Hour Home Care will provide a copy of the Second Individualized Assessment. Individuals have the right to reach out to the LA County Department of Business and Consumer Affairs to file a complaint or if you require additional information. By Email: View email address on click.appcast.io By Web: By Phone: View phone number on click.appcast.io For California applicants: by applying for this position, you acknowledge and consent to the collection, use, and disclosure of your personal information in accordance with our privacy policy and the California Consumer Privacy Act (CCPA). The expected California Pay Range for this position:

$101,816—$122,814 USD